Failure to Provide Timely Written Response to Family Council Grievance
Penalty
Summary
The facility failed to provide a timely written response to a grievance submitted by the Family Council, as required by its own policy. According to the facility’s undated Family Council policy, the facility must respond in writing to written requests, concerns, or recommendations of the Family Council within 14 calendar days. The Long-Term Care Ombudsman submitted the Family Council minutes from an October 17, 2025 meeting to the former Administrator on November 9, 2025. As of an interview conducted on December 29, 2026, the facility was unable to provide any written response addressing the concerns raised in those minutes, and the DON acknowledged that no written response had been issued within the 14-day timeframe. Review of the Resident Council Town Hall Minutes dated November 20, 2025, showed that new concerns were discussed, including residents waiting two hours for an incontinence pad change and residents not being checked every two hours by staff. These concerns were part of the issues brought forward through the Family Council process. During the December 29, 2026 interview, the DON confirmed that a change in Administrators occurred during this period and stated that, due to this change, the facility did not provide the required written response within the policy’s 14-day requirement. The lack of timely written response affected all 99 residents residing in the facility, who are described as highly vulnerable.
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